{"id":3767361,"url":"https://alion.io/job/wise-lead-data-analyst-customer-support","title":"Lead Data Analyst, Customer Support","company":{"id":3856,"name":"Wise","domain":"wise.com","url":"https://alion.io/company/wise","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":81,"open_postings":41,"ghost_share":0,"stale_share":0.976,"repost_share":0,"time_to_fill_p50_days":21,"computed_at":"2026-11-07T05:47:08Z"}},"role":"Analytics","role_family":"Analytics","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":75000,"max":115000,"currency":"GBP","period":"year","gross":null,"usd_annual":154822},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"dbt","optional":false},{"name":"Looker","optional":false},{"name":"Power BI","optional":false},{"name":"SQL","optional":false},{"name":"Tableau","optional":false},{"name":"Python","optional":true}],"status":"live","first_seen_at":"2026-11-04T15:37:31Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-07T08:57:16Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Wise is a global technology company, building the best way to move and manage the world’s money.\nMin fees. Max ease. Full speed.\nWhether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.\nAs part of our team, you will be helping us create an entirely new network for the world's money.\nFor everyone, everywhere.\nMore about our mission and what we offer.\n We are looking for a Lead Data Analyst who is passionate about our mission of Money Without Borders. You will partner with our Customer Support organisation to help drive data-driven decisions that improve customer outcomes while managing cost to serve and team capacity.\nCustomer Support is the largest customer-facing area in Servicing. It is where cost to serve, AI and automation, and the alignment between Operations and Product come together. You will measure whether changes to channels, self-serve flows and AI agents are working for customers, and you will be a trusted analytical voice for CS Operations, CS Product and WFM.\nAs a Lead Data Analyst, you will own key parts of the customer support metric tree, measure the impact of automation and AI, and run experiments and causal analyses that show what really changed. You will also help make sure the team's metrics are defined once, owned clearly and trusted by everyone who uses them.\nThis is a great opportunity for an analyst who has a keen understanding of customer problems, strong product thinking and is passionate about creating convincing analyses. You will also be part of the Servicing Analytics community of 86 analysts and a wider community of 150+ analysts at Wise, where you can collaborate on cross-team projects, share knowledge and help improve how analytics works across the company.\nThis is an IC3 role. For more information on our Analytics Career Map and levelling structure, click here.\nWHAT YOU'LL BE DOING\nCollaborate with senior stakeholders across Customer Support and effectively communicate your insights into real change for our customers. Join us in working towards our mission.\nOwn key areas of the CS metric tree, for example contact rate, first response, resolution, CSAT, repeat contact and cost per contact, and make sure they roll up cleanly into Servicing's Cost and Convenience toplines.\nSupport target-setting and tracking with Ops and Product leaders, so the team can see whether targets are being hit, not just set them.\nMeasure AI agent, self-serve and deflection impact. Estimate addressable volume, actual deflection and cost saved, and the effect on CSAT, repeat contact and quality.\nMonitor automation quality. Support calibration and drift monitoring on quality scoring so automated decisions stay trustworthy.\nSupport capacity planning and forecasting with WFM, including demand forecasts, staffing models, SLA and wait-time trade-offs, and regional and outsourcing mix.\nMake trade-offs explicit. Show the impact on customer outcomes, operational cost and team capacity in every channel and staffing recommendation.\nBuild and maintain high-quality data models and pipelines in SQL and dbt, and review analytical work from colleagues to keep the bar high.\nYou have experience with SQL and building data pipelines (dbt experience is preferable). You are confident working with complex data models and are able to independently design and implement new models.\n\nYou have strong quantitative skills. Ideally a background in statistics, mathematics, physics, engineering, analytics, computing, or any other scientific areas.\n\nYou have strong communication skills and an ability to translate business insights into persuasive analytical narratives that are simple to understand and that drives customer impact.\n\nYou have an ability to structure business problems with minimal supervision and prioritise problems collaboratively with stakeholders. You take ownership of your own impact on our customers.\n\nBe proactive. You go beyond just the analysis and get things done.\n\nYou have experience with data visualisation tools (Looker, PowerBI, Tableau etc.) and demonstrate confident storytelling ability with data.\n\nNICE TO HAVE BUT NOT ESSENTIAL\nExperience in customer support, customer experience or operations analytics (contact demand, WFM, QA, CSAT, cost to serve)\n\nExperience applying AI or LLMs to support or analytics workflows.\n\nPython\n\n For everyone, everywhere. We're people building money without borders - without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.\nWe're proud to have a truly international team, and we celebrate our differences.\nInclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.\nIf you want to find out more about what it's like to work at Wise visit Wise.Jobs.\nKeep up to date with life at Wise by following us on LinkedIn and Instagram.\nFor everyone, everywhere. We're people building money without borders - without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.\nWe're proud to have a truly international team, and we celebrate our differences.\nInclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.\nIf you want to find out more about what it's like to work at Wise visit Wise.Jobs.\nKeep up to date with life at Wise by following us on LinkedIn and Instagram.","description_format":"text","description_chars":5640,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Money Transfer & Remittances","Currency Exchange & FX Payments"],"lifecycle":[{"event":"open","at":"2026-11-04T20:28:53Z"}],"visa":[{"country":"GB","licensed_sponsor":false,"adverts_offering_sponsorship_24m":3,"sanctioned_now":false,"evidence":"Offered visa sponsorship in 3 of its adverts here in 24 months","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":null,"cap_exempt":false,"checked_at":"2026-11-07T07:57:00+00:00","sources":["Alion: sponsorship offered in the employer's own job adverts (24 months)"],"filings_for_role_12m":0}],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":2,"expected_fill_days":21,"reasons":["conf:0","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-11-07T05:47:08Z"},"pay":{"stated_usd_annual":154822,"is_top_pay":true},"html_url":"https://alion.io/job/wise-lead-data-analyst-customer-support","json_url":"https://alion.io/job/wise-lead-data-analyst-customer-support.json","meta":{"generated_at":"2026-11-07T13:04:59Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":15332,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-08T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3856},"rest":"https://alion.io/mcp/rest/get_company?id=3856"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fwise-lead-data-analyst-customer-support"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fwise-lead-data-analyst-customer-support"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fwise-lead-data-analyst-customer-support"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/wise-lead-data-analyst-customer-support\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fwise-lead-data-analyst-customer-support"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3767361}},{"tool":"search_jobs","arguments":{"company":"wise.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3767361},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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